Product Manager, AI-Driven Support Experience

Stripe; Dublin (CA); On-site; USD 140,000 - 180,000; Full time

Job summary

Stripe is seeking a Product Manager for Support Experience to drive the enhancement of our user-facing AI agent, which handles 100k+ conversations weekly across Platform and Connect.

You will build prompts, skills, tools, and evaluations, partnering with Platform, Connect, and conversational AI teams to embed support capabilities into core journeys and deliver scalable, context-aware resolutions.

Qualifications

• 7+ years of product management experience, excluding internships.
• Deep user empathy and a high bar for user experience.
• Experience leading cross-team initiatives from ideation through execution.
• Experience leading technical products or a background in computer science or a similar field.
• Strong written and verbal communication skills.

Responsibilities

• Develop the product strategy and roadmap for Support Technologies serving Platform and Connect use cases.
• Build a deep understanding of the needs of platform operators, connected accounts, Stripe support teams, and platform support teams.
• Improve the capabilities and effectiveness of Stripe’s user-facing AI agent for Platform and Connect support experiences.
• Identify recurring support problems and translate them into reusable product, platform, and AI agent capabilities.
• Build, ship, and iterate on the prompts, skills, tools, and evaluations that enable the AI agent to solve real-world user problems.
• Improve how account relationships, roles, permissions, product configurations, and support history inform routing and resolution across AI and human-assisted support.
• Build tools that help the AI agent and support teams understand complex Platform and Connect issues and take the right next action.
• Enable platforms to support their connected accounts more effectively through appropriate tooling, visibility, automation, and contextual guidance.
• Help clarify whether Stripe, the platform, or another party is responsible for resolving a user’s issue, and route the issue accordingly.
• Create continuous improvement loops that turn insights from AI agent conversations and support interactions into scaled solutions.
• Partner with Platform, Connect, and conversational AI product teams to incorporate support capabilities into critical product journeys.

Skills

Product management

Cross-functional leadership

User empathy

Communication

Job description

Stripe is seeking a Product Manager for Support Experience to drive the enhancement of our user-facing AI agent, which handles 100k+ conversations weekly across Platform and Connect.

You will build prompts, skills, tools, and evaluations, partnering with Platform, Connect, and conversational AI teams to embed support capabilities into core journeys and deliver scalable, context-aware resolutions.